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The Web is supposed to replace manual service with self-service, but sometimes our number one task on a website is to find someone to talk to.

The absolute essence of being customer-centric on the Web is a relentless focus on saving customers time and money.

Words are the building blocks of every website. But then, words are the building blocks of modern civilization.

Website success has as much to do with figuring out who is NOT your customer, and the information you will NOT provide, as anything else.

The Web customer is increasingly immune to marketing hype and advertising dream-making.

Have you ventured ‘outside the box’ today?

Many businesses claim they’re innovative when it comes to the Internet, but few seem to demonstrate it.

Most stay on the cushy path, eagerly following cyber herds with the tried-and-true. “Why take a chance?” After all, going outside the box can be downright scary.

One group that relentlessly ventures into the unknown is “an ideas studio” named Burnkit, which is made up of 14 “thinkers” in Vancouver, BC.

What is good for the organization and what is good for the customer are not always the same thing.

Those who enjoy serving customers will be the ones who create successful web careers.

Using the right words in your web content can make a powerful first and lasting impression.

Making a mark is especially important on the Internet, where your website is up against more than 100 million other eager competitors.

These few fundamentals can help grab your visitors and persuade them to take a desired action.

Poorly structured web content is misleading and wastes millions of hours daily. For today’s 1.2 billion Internet users, that translates to frustration. For business, it means missed opportunities.

Is your website optimized for visitors? If your site contains complicated navigation, confusing classifications, self-centric web copy, outdated information and counter-intuitive designs, probably not.